Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 71

Accountability Management Upselling Enterprise 71

ShepHyken

JUNE 7, 2021

How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. That’s the famous McDonald’s upsell question. That question has accounted for millions and millions of extra sales. It’s an upsell, and one that makes the customer glad they bought. Many of the same principles in a B2C loyalty program apply to B2B.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different? Keeping Customer Goals in Mind.

Accountability 63

Accountability Management Upselling Enterprise 63

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 67

Accountability Management Upselling Customer centricity 67

SmartKarrot

NOVEMBER 24, 2023

In the dynamic realm of B2B, where every move counts, mastering the art of upselling is no longer a mere choice but a strategic imperative. In this discourse, we’ll unravel seven B2B upsell strategies that, in my experience, work wonders for boosting Net Revenue Retention (NRR) and fortifying customer relationships.

Upselling 10

Upselling B2B Education Analytics 10

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention.

Accountability 72

Accountability Management Upselling Customer centricity 72

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is what’s commonly known as joint account planning.

Accountability 42

Accountability Upselling SaaS Feedback 42

Totango

AUGUST 16, 2022

Other types of apps that may support customer retention include software for dunning management, collecting user feedback, tracking customer loyalty and analyzing client behavior. Identifying customers in the market for upsell offers and referral invitations. Encouraging more significant product usage. Dunning Management: Profitwell.

Customer retention 98

Customer retention Upselling CRM SaaS 98

Totango

NOVEMBER 23, 2021

This, in turn, makes it difficult to intervene with customers who are at risk of churn, as well as challenging to spot upsell opportunities. You’re Having Challenges Collecting Customer Feedback. Customer feedback provides another important indicator of satisfaction and can offer an early warning of customers at risk of churn.

Upselling 91

Upselling CRM Revenue potential Feedback 91

Totango

DECEMBER 20, 2023

All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business. Totango is helping us maximize our annual recurring revenue by identifying and proactively mitigating churn risks. These actions lead to increased efficiency and time savings.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Horizon CX

FEBRUARY 29, 2024

Missed Opportunities for Upselling and Cross-Selling: Genuine care and personalized interactions create opportunities to upsell or cross-sell additional products or services. Provide Ongoing Support and Feedback : Offer ongoing support, coaching, and feedback to employees to help them continuously improve their customer service skills.

Morale 52

Morale Customer centricity Upselling Feedback 52

CSM Magazine

DECEMBER 13, 2023

There are several ways you can bridge this gap: Conduct surveys, gather feedback, or analyze their reviews. Create a system that collects feedback regularly. Use feedback to improve data systems and processes continuously. Leverage customer data when creating cross-sell upsell recommendations.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

SmartKarrot

OCTOBER 5, 2023

Account mining, or the practice of deepening relationships with existing customers to upsell or cross-sell, is the gold standard for sustained business growth. Let’s delve into this strategic playbook to maximize revenue through account mining. Let’s delve into this strategic playbook to maximize revenue through account mining.

Accountability 10

Accountability Upselling Journey mapping Feedback 10

Totango

AUGUST 14, 2020

Audience: When it comes to relaying feedback to internal stakeholders, what tools do you use to collect customer feedback, share it internally, and present it in a clear way? Collect & document feedback . Identify feedback provider and organization. As part of that we: . Map stakeholder type.

Accountability 155

Accountability Feedback Sales Upselling 155

CustomerSuccessBox

JUNE 24, 2022

It helps companies keep up with the accounts they’ve closed, and maintain, retain, and expand them. High renewal rates in SaaS provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. Upselling the right way. Check out SaaS upsell strategies.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

Education Services Group

OCTOBER 31, 2023

Simplify reporting so I can quickly focus on my accounts. Feedback Empowerment : Create a hub for product feedback, feature requests, and timely responses on defects. While I welcome new accounts in my Book of Business, a constant shuffle can disrupt nurturing relationships. Answers are critical.

Best practices 52

Best practices Finance Upselling Customer retention 52

Global Response

JULY 3, 2023

Call centers aren’t just for solving customer problems and upgrading customer accounts: they’re essential channels to develop customer relationships and loyalty. For one, you can ask your customers directly—through surveys, individual feedback, and so on. Get feedback and follow up. Get feedback and follow up.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Totango

NOVEMBER 25, 2020

Feedback metrics like NPS and CSAT scores. Number of Accounts. Accounts with Open High Priority Tickets. Account Coverage. Equipped with this knowledge, CS teams can create more opportunities for upsells/expansions, as well as reduce churn rates. . View and Act on Feedback. Financial data. Sales history.

CRM 107

CRM Upselling Metrics Accountability 107

ChurnZero

DECEMBER 7, 2023

With nearly 50% of their capacity spent on smaller accounts that accounted for around 10% of revenue, Smokeball ’s onboarding team felt overworked, and struggled to drive the most value during the onboarding process. Renewal / Expansion Hero: TruVideo Driving upsells and awareness with engaging in-app content. says Kevin.

Accountability 52

Accountability Upselling Sales Marketing 52

Totango

APRIL 2, 2019

Gather feedback. This is also a good time to add upsells to accounts that have high customer health scores. Health scores indicate which customers may be receptive to cross-sell or upsell offers and which ones might require extra attention from your success team. Gather Feedback. Automate tasks.

Journey mapping 105

Journey mapping Upselling Accountability Feedback 105

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Increase Sales by Upselling. Let’s talk about cross-selling.

Sales 98

Sales Upselling B2C Best practices 98

SmartKarrot

OCTOBER 5, 2023

Businesses today strive to get growth from existing accounts and, the role of Enterprise Account Management has come to the forefront in that regard. Moving parts in Enterprise Account Management Enterprise Account Management is the central function within organizations tasked with managing and growing revenue with existing customers.

Enterprise 10

Enterprise Accountability Management Upselling 10

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. With this system, alerts are automatically generated about any customer who requires attention – be it a customer with deteriorating health or an upsell opportunity that is set to renew soon.

Upselling 65

Upselling Accountability Customer retention Metrics 65

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

SmartKarrot

OCTOBER 17, 2022

Account mining has been an age-old, reliable method for helping businesses derive and extract as much revenue as possible from existing accounts. Therefore, utilizing account mining to drive growth and increased revenue from existing accounts can be extremely effective and beneficial for your business in the long run.

Accountability 10

Accountability Upselling Journey mapping Finance 10

Interactions

JUNE 24, 2022

Your IVA should be able to automate a variety of outbound communications such as notifying customers of important plan information, sending overage alerts and service reminders, and conducting surveys to collect feedback. Handle product support inquiries and increase upsell opportunities. Manage account information and payments .

Wait times 62

Wait times Self service Upselling Accountability 62

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. Detect and Act on Upsell & Cross-sell Opportunities. Automate mundane tasks for Maximum Efficiency. Improve user onboarding.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

SmartKarrot

OCTOBER 25, 2023

In the dynamic world of business, the role of a Strategic Account Manager (SAM) goes beyond onboarding and tracking usage. Feedback Loop They are more than just mechanisms to gauge satisfaction; they’re avenues for improvement, innovation, and deeper understanding. Feedback should be actionable.

Accountability 10

Accountability Construction Upselling Education 10

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Best practices 93

Best practices Upselling Feedback Enterprise 93

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. Keep tabs on customer satisfaction and account health. . Ask for their feedback on potential product enhancements and ideas to give them a sense of ownership stake in your product.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ChurnZero

SEPTEMBER 14, 2021

If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity. To give an example, Bryan outlined the hypothetical scenario of a CSM whose customer accounts for one division of a company that’s comprised of three divisions. Customer Success Around the Web.

Sales 94

Sales Upselling Morale SaaS 94

Totango

MARCH 4, 2022

When delivered manually, it may be handled by dedicated customer service agents or by other company representatives, such as account managers and customer success managers. In many cases, a dedicated customer success manager is assigned to an individual customer account. Create a Process to Obtain Quality Customer Feedback.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

TeamSupport

MARCH 3, 2021

Proactive customer engagement accounts for more than a quarter (28%) of Support interactions and grew by 14% from 2019 to 2020. The largest drivers were new customers, higher user adoption of product features, and more proactive outreach by Support. 1 That’s according to research by the Service Excellence Group (ServieXRG).

B2B 98

B2B Upselling Customer retention Customer Support 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

For example, if you receive an end-user NPS response or notice a pattern in end-user NPS feedback that says, “I hate this product,” and then from the same account, you get decision makers or contract signers saying, “I love this product,” that’s a problem. Everyone started looking at the dollars and focusing on these upsells.

Upselling 97

Upselling Metrics SaaS Sales 97

ClientSuccess

MARCH 9, 2020

As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. These are often hard numbers that executives can easily measure or account for. Amazing customer experiences often lead to recommendations and testimonials, which in turn usually mean an account renewal or upsell.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74